What is the reason for the Dialpad app calling a different number every time I try to dial out, and why can’t I text from the Dialpad app?

  • Published on Mar 23, 2026
  • 1 minute(s) read
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Problem

When trying to dial out using the Dialpad app, it calls a different number. Also, texting from the Dialpad app is not possible.

Solution

Dialing Out Issue

Dialpad uses a "relay" or "shadow" number. This is normal. This relay number helps show your Dialpad caller ID instead of your personal number. Remember, even without data coverage, your Dialpad number will show up. To test, use the Dialpad app to make a call. The call should reach the intended number, despite showing a different one.

Texting Issue

Phones Pro only allows texting between Dialpad users, and you cannot text external numbers or customers through Dialpad. You can confirm that your coworkers using Dialpad can receive texts from you. Use Chat within the ServiceTitan call booking screen for customer communication.

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